Humana - Plan Marketplace
Humana wanted to improve their direct-to-consumer benefits experience. This meant fundamentally changing how they offered group insurance to small businesses. The existing experience was slow, confusing, and high touch - resulting in high customer service volume and low conversion rate. As a Senior UX Designer, I was tasked with architecting and visualizing the policy shopping and enrollment interface.
To do this our team engaged in a two-week long workshop to gain alignment from key stakeholders. Over the course of the next two months, my team worked through multiple week-long Lean Design sprints- testing concepts at progressively higher fidelity.
Of course bringing benefits shopping to business owners and their employees meant presenting them with potentially difficult decisions. Our final approach was to offer decision support tools that accommodate multiple levels of expertise and decision making styles.
Project Summary
My Role: Senior UX Designer
The Team: UX Director, Sr. UX Designers (2x), Visual Designer (2x), User Researcher (2X), Business Analysis, Agile Development Team
Activities & Deliverables: Co-creation Workshop, Design Sprints, Personas, Validation Research, Interactive Prototypes, Working Software